The Customer Experience Manager will be responsible for the development and maintenance of necessary staffing, procedures, curriculum, schedules, and team dynamics enabling our customer support and baker’s hotline team to engage, educate and inspire our customers to bake. Ensure all interactions via phone, email, and chat provide King Arthur Flour customers with exceptional and timely, knowledge and solutions to enhance their baking experience. Motivate, guide and empower department leaders, staff and outside call center partner to achieve outstanding quality, service, and efficient results. Propose and initiate continuous improvement and team building efforts to elevate individual skills, improve system processes and efficiencies, foster team work, and enthusiasm. Collaborate with business leaders and cross functional peers to support overall strategic business initiatives. Deliver balanced scorecard metrics on Quality/Satisfaction, Inspiration, Responsiveness, Efficiency, and Improvement Initiatives. Accountable for consistently meeting or exceeding the experiential, stewardship, and financial expectations of the company in support of the KAF Triple Bottom Line (People, Planet, Profit) by fostering a culture that is consistent with the Mission, the Brand, and KAF Core Values.
ESSENTIAL JOB FUNCTIONS:
Be a committed role model for the team, instilling in your team the meaning, importance, and strategy for exemplary customer service.
Solidify and elevate our “core” customer experience expectations and methods. Train on those methods.
Be personally available to all department staff and customers, identifying their needs and effectively addressing their questions or concerns.
Emulate the values and integrity inherent in our brand treating employees and customers with respect, patience, honesty creating a consistently positive and supportive experience and environment.
Ensure the department is effectively updated with timely and necessary information regarding products, policies, and initiatives pertinent to the staff and customer.
Identify bottlenecks and opportunities, collaborating on and implementing solutions in support of continual improvement around our customer’s experience.
Facilitate the collection and sharing of beneficial feedback from customers to other areas across the company.
Hire team members who enthusiastically pursue passions and possess education and experience that relate to our brand, products, and philosophy.
Inspire and empower employees so that each person contributes to the productivity and positivity of the Customer Experience and Baker’s Support team/s.
Develop training curriculum and standards that ensure effective and consistent system, service, baking, and product knowledge.
Keep processes & procedures current and appropriately implemented in support of the department's goals and budget.
Recognize and act upon opportunities to improve the staff's skills and the systems/processes being utilized enabling ongoing improvement in the service we offer.
Be approachable, visible, and accessible, offering timely, constructive and appropriate feedback and solutions.
Maintain a participatory, collaborative, positive, and supportive environment.
Operations & Planning
Provide input into the annual department budget, department resources, and staffing strategies.
Maintain staff levels and implement staffing schedules that ensure timely and effective customer service.
Monitor, evaluate and report on department key metrics around service, quality, and efficiencies ensuring benchmarks and deadlines are met or exceeded.
Meet monthly and annual budget goals set for payroll, outside service partner and department expenses.
Collaborate with appropriate company resources in order to ensure optimization of department software solutions such as but not limited to AX (Microsoft Dynamics), OES (in house Order Entry System), Web site customer functionality, and Contact systems (Phone/Salesforce), Scheduling worksheets.
EDUCATION & EXPERIENCE:
BS in Business Management or related field
Five+ years of management experience leading a high performing team in a multiple shift customer engagement setting.
History of maintaining a customer, culture, & stewardship focused team environment. Proven ability to develop, mentor, and empower others.
Accessible, approachable, participatory, energetic and analytical approach to process and personnel troubleshooting & problem-solving.
Schedule flexibility including some evenings and weekends as required.
COGNITIVE, PHYSICAL & ENVIRONMENTAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Ability to effectively present information and respond to questions from employees, customers, and the public.
Ability to solve practical problems and effectively manage multiple priorities in a variety of situations.
Ability to successfully interpret a variety of instructions, both written and oral; demonstrates strong and respectful communication skills in order to gain appropriate information should instructions be difficult to understand.
While performing the essential functions of this job the incumbent is frequently required to sit, stand, and walk throughout the day for extended periods of time. The incumbent is also required to use hands, speak and hear, read and write, use a keyboard, and push, pull, move and/or lift up to 20 pounds.
Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust. The incumbent's working conditions are moderately noisy.
This should not be construed as an exhaustive list of all job duties and responsibilities. There may be some variation and/or development of the above duties and responsibilities without changing the general nature of the job.
King Arthur Flour, founded in 1790, is a centuries-old consumer goods company with a 21st-century outlook. The innovative and imaginative ways we market to and serve our customers, both traditionally and online, have gained national attention. A 100% employee-owned company, we’re a perennial top finisher in the Vermont Best Places to Work competition. As a founding B Corp and Benefit Corp, we aim ...to continually improve our workplace, our community, and the planet. Dedicated to spreading the joy of baking, King Arthur sells flour and mixes in supermarkets nationwide. But that’s just a start. We offer ingredients, tools, pans, kitchenware, and recipes in our Baker’s Catalogue and on our website. And just as important, we teach people how to bake: at our school in Vermont and through our Bake for Good Program, aimed at teaching middle school students how to bake bread, and share it in their local community. Our bottom line? Working hard every day to sustain King Arthur Flour’s legacy as America’s premier baking resource.